What are the responsibilities and job description for the Sr., Contact Center Specialist position at Parkland Health?
Are you looking for a career that offers both purpose and the opportunity for growth? Parkland Community Health Plan (PCHP) is a proud member of the Parkland Health family. PCHP is a Medicaid Managed Care Organization servicing Texas Medicaid and CHIP in the Dallas Service Area. PCHP works to fulfill of our mission by empowering members to live healthier lives. By joining PCHP, you become part of a team focused on innovation, person-centered care, and fostering stronger communities. As we continue to expand our services, we offer opportunities for you to grow in your career while making a meaningful impact. Join us and work alongside a talented team where healthcare is more than just a job—it’s a passion to serve and improve lives every day.
Primary Purpose
Identifies caller's needs, obtains/verifies relevant information and routes call to the most appropriate site whether internal or external to Parkland Health & Hospital System. Serves as entry-level preceptor for lower level staff.
MINIMUM SPECIFICATIONS
Education
None.
Experience
Must have three years of customer service experience.
Certification/Registration/Licensure
One year experience in Parkland's Call Center preferred.
None.
Equivalent Education And/or Experience
May have an equivalent combination of education and/or experience in lieu of specific education and/or experience as stated above.
Skills Or Special Abilities
Must be bilingual (Spanish).
Must successfully pass the Spanish Language Oral Skills Assessment examination prior to employment.
Must demonstrate ability to type 20 words-per-minute with a maximum of 3 errors.
Must successfully pass a pre-employment spelling test with a minimum score of 85%.
Must successfully pass a customer service skills test with a minimum score of 80%.
Must be able to communicate effectively in English to include but not limited to communication via telephone, overhead paging and in person.
Must be able to demonstrate a working knowledge of applicable department and hospital software applications, personal computers, and standard office equipment.
Must be able to communicate effectively with patients, families and hospital staff in accordance with established policies and procedures.
Must be able to solve moderate to complex problems within established Call Center policies and procedures.
Must demonstrate a positive demeanor, good verbal and written communication skills.
Must be able to successfully complete additional job related training when offered.
Must be able to function in a team environment.
Parkland Community Health Plan (PCHP) prohibits discrimination based on age (40 or over), race, color, religion, sex (including pregnancy), sexual orientation, gender identity, gender expression, genetic information, disability, national origin, marital status, political belief, or veteran status.
Primary Purpose
Identifies caller's needs, obtains/verifies relevant information and routes call to the most appropriate site whether internal or external to Parkland Health & Hospital System. Serves as entry-level preceptor for lower level staff.
MINIMUM SPECIFICATIONS
Education
None.
Experience
Must have three years of customer service experience.
Certification/Registration/Licensure
One year experience in Parkland's Call Center preferred.
None.
Equivalent Education And/or Experience
May have an equivalent combination of education and/or experience in lieu of specific education and/or experience as stated above.
Skills Or Special Abilities
Must be bilingual (Spanish).
Must successfully pass the Spanish Language Oral Skills Assessment examination prior to employment.
Must demonstrate ability to type 20 words-per-minute with a maximum of 3 errors.
Must successfully pass a pre-employment spelling test with a minimum score of 85%.
Must successfully pass a customer service skills test with a minimum score of 80%.
Must be able to communicate effectively in English to include but not limited to communication via telephone, overhead paging and in person.
Must be able to demonstrate a working knowledge of applicable department and hospital software applications, personal computers, and standard office equipment.
Must be able to communicate effectively with patients, families and hospital staff in accordance with established policies and procedures.
Must be able to solve moderate to complex problems within established Call Center policies and procedures.
Must demonstrate a positive demeanor, good verbal and written communication skills.
Must be able to successfully complete additional job related training when offered.
Must be able to function in a team environment.
Parkland Community Health Plan (PCHP) prohibits discrimination based on age (40 or over), race, color, religion, sex (including pregnancy), sexual orientation, gender identity, gender expression, genetic information, disability, national origin, marital status, political belief, or veteran status.
